Customer Support Representative

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.
Firstbase (an AppDirect company) is building the future of IT infrastructure for distributed teams. As the way we work continues to evolve—across remote, hybrid, and in-office environments—IT teams need smarter tools to manage physical equipment at scale. We provide an end-to-end platform to automate procurement, deployment, retrieval, redeployment, and recycling of IT assets. From day-one onboarding to end-of-life recycling, Firstbase helps companies manage every stage of the hardware lifecycle with speed, visibility, and control. Now part of AppDirect, a global leader in subscription commerce, we're backed by the scale, reach, and support of a platform serving millions of users worldwide. We are a fully remote team, operating globally across North America, Europe, and Asia, and we pride ourselves on delivering world-class operations through a remote-first approach.

About You
Our customers are asking us to solve the most difficult challenges behind supporting remote work; making sure remote workers are set up to be successful in their chosen space. Our Customer Experience team is the group that not only guides them on their journey, but is also their most trusted resource along the way. This team breaks through barriers and works to deliver the best customer experience possible, because it is what we would want for ourselves. We aim to take the burden of logistics off of our users across the world, while making them excited to have partnered with Firstbase.

We are seeking a Customer Experience Associate to work ET and/or CT time zones to assist our customers with optimizing their experience with Firstbase. We are looking for someone who demonstrates empathy, organizational skills, as well as problem solving abilities, to assist us in the remote work revolution.

What you'll do and how you'll have an impact

• Respond to and resolve customer queries and other inbound/outbound requests in a thoughtful, timely and accurate way - via email.
• Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates.
• Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves.
• Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams).
• Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements.

What we're looking for

• BA/BS degree or similar university education.
• 2-4 years experience as a Customer Support Specialist in e-commerce, B2B, logistics, SaaS, Direct-to-consumer role and/or in digitally native brands.
• Ability to work quickly and independently with excellent time management skills.
• Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills.
• Experience using Zendesk, Jira and/or other help desk software and remote support tools.
• Ability to adapt to new tools and technologies.